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Jean Mutton, Student Experience Project ManagerBeverley Matthews, Programme Advisory Team

Manager

AUA - April 2012

Service Design

- techniques to improve the student experience

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DERBI and SETL Projects

• Service design & enhancement techniques

• Student transition (DERBI)

• Current students – retention, progression and achievement (SETL)

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Responses to “How do you rate your overall enrolment experience compared to last year?”

68%

36%

22%

22%

10%

42%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2010 2009

Worse than last year

No difference

Better than last year

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Quotes from Students

• “It just seemed much easier and quicker this year. I spent a long time queuing to complete enrolment last year.”

• “Enrolment was spot on in terms of speed and reliability”

• “Smoothness and quickness was remarkably better than last year, last year I spent an hour in enrolment and this year was only about 5mins”

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Design can go wrong…

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Services

• are intangible• have benefits• are perishable (time and place dependent)

– cannot be stored or transported• are inseparable from the service provider• are often inconsistent or variable in quality

– especially personal services eg hairdressing• cannot be owned

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The double diamond design process model

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Blueprint for student transition

Open day

Admissions, faculty and marketing

staff, student and families,

SAS, ALF and Bursary,

DSRL, Finance

Invitations, dates and

times agreed,

marketing event

Application

UCAS, Admissions, International

office, faculties, Careers centre

QED, Programme structure,

codes, marketing, open

days, information provided,

programme team, creating

curriculum, validation,

faculty, admissions,

input into UCAS, online applications,

UCAS, requirements of

entry

Receive Offer

UCAS, admissions,

Careers centre,

faculties, International

office

Admissions, programme

team schedule interviews,

send letters, contact student, review

application against entry requirements,

put in offer/reject into

UCAS system, email student

offer

Open Day

Admissions, Faculties, Marketing,

Student and families,

SAS, ALF and Bursary,

DSRL

Acceptance

UCAS, admissions

Confirm place via

UCAS

UCAS admissions,

(DSRL)

Results received from

UCAS, admissions

results compared to

offers, admissions

email confirm place to student,

Admissions Matriculate and Class Scheduling

Admissions, SRF, SSSD

UCAS,Admissions,PeopleSoft,

Clearing, mass

matriculation and term

activation, timetabling, fees build

Invite to join

Uni

Faculties/Admissions

Produce faculty and programme

specific letters

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Line of visibility - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Admissions email

acceptance of place, student accepts place

Invitations, dates and

times agreed, marketing

event

Stage

Participants

Tangiable/Intangiable evidence

Back Stage

PeopleSoft Students

Admissions

Invitation to online enrol

Faculties, admissions, SRF, OLDL

team

Website

SRF and faculties update

website in regards to enrolment/inductions/

specific information, FPL have their own process/

web pages, programme

build

Student views enrolment pages

and enrols online

SRF

Website – SSE and info for

guidanceEmail/phone/counter support

AuditingEmail/phone

supportModule

information available

online

Completion of online

enrolment

SRF

Website and email

Enrolment schedule and staff training,

rooming, faculty communication,

IT support

Problem with OLE

Problem resolved?

Student drops out of OLE – Has to SSE on campus

Halls/Accommodation

Arrival: On campus

Bus driver, gate keeper, security

Car parking, Uni bus, directions, signposting,

gatehouse greet, exterior of building and campus

groups

Safe and secure environment,

maintenance of exterior/grounds, bus service,

other information

DSRL, Finance

(students can pay here for

enrolment)

Pg 1 of 2

Website, prospectus,

email, phone call,

letters

Website, paper form, in

person/phone/letter/email contact

Online, paper form

Website, prospectus,

email, phone call,

letters

Online, paper form

Online, paper form

Letters/Joining

instructions

SYSTEMS

1 d

ay

Up to

5 d

ays

1 d

ay

24

ho

urs

En

d o

f Augu

st

La

st we

eke

nd

in

Se

pte

mbe

r

1st d

ay o

f se

meste

r

Au

gust/

Se

pte

mbe

r

Yes

No

Yes

Target Time

F

F

FF

No

F

Acronym Key:SAS: Support and Advisory Service

ALF: Access to Learning FundDSRL: Derby Student Residential Ltd

QED: Quality Enhancement DepartmentSRF: Student Records & Fees

SSSD: Student Systems Support & DevelopmentF = fail point

W = point of excessive waitOLE: Online enrolment

SSE: Self-Service enrolmentSET: Student Experience Team

COA: Confirmation of ArrivalFPL: Flexible & Partnership Learning

APL: Accredited Prior Learning

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- - - - - - - - - - - - - - - - - - - - - - - -

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Front Stage

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Your turn…Service BlueprintingPick your persona – be that person!

You are out shopping and have decided to get a cup of tea in a café.

Working in your groups, map out your blueprint by writing activities on sticky notes.

Stick them to the flip chart paper but be prepared to move them around until activities have been properly sequenced.

Add other map components: front-stage/back-stage, actors, evidence, resources, etc.

Run through process - checking for accuracy. Identify fail points.

20 minutes…..then feed back to the group

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Your turn…StoryboardingPick your persona – be that person!

You are out shopping and have decided to get a cup of tea in a café.

Working in small groups, draw your story.

Use as few words as possible – this is all about capturing the experience.

20 minutes…..then feed back to the group

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www.derby.ac.uk/experience/JISC-enrolment-project

http://twitter.com/myderbi